Negative Blogging Just a Safety Valve?

Elizabeth Albrycht ask the question

Does this consumer commentary represent a safety valve, allowing them (us) to blow off steam, ease frustration etc. with little real expectation that something will change, that their problem will be solved? Or do consumers truly expect real change to occur or real action to be taken?

I personally don’t think a business can ignore even a single negative blog post. They don’t always have to respond either, but they sure need to keep an eye on it to ensure that single voice doesn’t become a choir.

  • http://ringblog.typepad.com/corporatepr Elizabeth Albrycht

    I agree Andy. I should have been more precise vis a vis “ignore” vs “respond”.

  • http://www.acorg.com MikeOK

    I can’t agree with you more again on this issue Andy. To me it still goes back to the shelf life of these posts. A “choir” can be created over years of business. Without proper damage control and a proactive nature you are at risk of an erroding customer base. Even to take this one step further, how about a system similar to the one McAfee just bought for informing customer of “sites potentially associated with spyware, adware, spam and browser attacks.” (link http://news.zdnet.com/2100-1009_22-6057923.html) This new system would track online opinion and therefore limit clickthroughs on search engines. I would not want to be a company playing “catchup” in the online reputation game when such a service is introduced.